Complaint Management System IN HTML CSS AND JAVASCRPT WITH PHP AND MY SQL

Table of Contents

Introduction to the Project

The Complaint Management System is a comprehensive, full-stack web application designed to streamline the process of submitting, tracking, and resolving complaints across various organizations. Whether for educational institutions, corporate offices, government departments, or customer service centers, this system provides an efficient platform for managing user grievances and ensuring timely resolution.

This application features role-based access control with four distinct user types: Admin, Department Heads, Support Staff, and Customers/Users. The system ensures transparency, accountability, and efficient handling of complaints through automated workflows, priority management, and real-time tracking.

Key Features

Admin Features

Dashboard Overview: Comprehensive statistics on complaints, resolution times, and staff performance
Department Management: Create and manage departments (IT, HR, Finance, etc.)
Staff Management: Assign support staff to departments with role-based permissions
Category Management: Create complaint categories and subcategories
Escalation Matrix: Define escalation rules and timelines
Analytics & Reports: Generate detailed reports on complaint trends and resolution metrics
System Settings: Configure email templates, SLA rules, and notification preferences
Audit Logs: Track all system activities and changes

Department Head Features

Department Dashboard: View department-specific complaint statistics
Complaint Assignment: Assign complaints to support staff
Staff Performance: Monitor individual staff resolution times and ratings
Escalation Management: Handle escalated complaints
Report Generation: Generate department-wise reports
Resource Allocation: Manage workload distribution

Support Staff Features

Personal Dashboard: View assigned complaints and priorities
Complaint Management: Update status, add comments, and resolve complaints
Customer Communication: Send updates and communicate with complainants
Knowledge Base: Access common solutions and FAQs
Performance Tracking: View personal resolution metrics
Workload Management: Prioritize tasks based on urgency

Customer/User Features

Complaint Submission: File complaints with category, priority, and attachments
Tracking System: Track complaint status with unique reference number
History View: Access complete complaint history
Feedback & Ratings: Rate resolution quality and provide feedback
Communication: Receive updates and communicate with support staff
Knowledge Base: Browse FAQs and common solutions

General Features

Multi-channel Submission: Web portal, email, and mobile app support
Priority Management: High, Medium, Low priority with SLA enforcement
Escalation Workflow: Automatic escalation based on time and priority
File Attachments: Upload images, documents, and screenshots
Email Notifications: Automated updates at each stage
SMS Integration: Optional SMS notifications
Search & Filter: Advanced search with multiple filters
Feedback System: Rate resolution and provide comments
Knowledge Base: FAQs and common solutions repository
Data Export: Export complaints and reports (PDF/Excel)

Technology Stack

Frontend: HTML5, CSS3, JavaScript (ES6+), Bootstrap 5
Backend: PHP 8.0+ (Core PHP with OOP MVC pattern)
Database: MySQL 8.0+
Additional Libraries:
PHPMailer for email notifications
Twilio SDK for SMS
Bootstrap 5 for responsive UI
Font Awesome for icons
jQuery for AJAX operations
DataTables for advanced tables
Chart.js for analytics
Select2 for enhanced dropdowns
Moment.js for date handling
TCPDF for PDF generation
PhpSpreadsheet for Excel export

Project File Structure

complaint-system/
│
├── assets/
│   ├── css/
│   │   ├── style.css
│   │   ├── dashboard.css
│   │   ├── responsive.css
│   │   └── dark-mode.css
│   ├── js/
│   │   ├── main.js
│   │   ├── dashboard.js
│   │   ├── complaints.js
│   │   ├── validation.js
│   │   ├── charts.js
│   │   └── notifications.js
│   ├── images/
│   │   ├── avatars/
│   │   ├── attachments/
│   │   └── icons/
│   └── plugins/
│       ├── datatables/
│       ├── select2/
│       └── chart.js/
│
├── includes/
│   ├── config/
│   │   ├── database.php
│   │   ├── app.php
│   │   └── constants.php
│   ├── core/
│   │   ├── Controller.php
│   │   ├── Model.php
│   │   ├── View.php
│   │   ├── Database.php
│   │   └── Auth.php
│   ├── helpers/
│   │   ├── functions.php
│   │   ├── ValidationHelper.php
│   │   ├── DateHelper.php
│   │   ├── FileHelper.php
│   │   └── NotificationHelper.php
│   ├── models/
│   │   ├── User.php
│   │   ├── Complaint.php
│   │   ├── Department.php
│   │   ├── Category.php
│   │   ├── Comment.php
│   │   ├── Attachment.php
│   │   ├── Escalation.php
│   │   └── Feedback.php
│   └── middleware/
│       ├── AuthMiddleware.php
│       ├── RoleMiddleware.php
│       └── CsrfMiddleware.php
│
├── controllers/
│   ├── AuthController.php
│   ├── HomeController.php
│   ├── ComplaintController.php
│   ├── DashboardController.php
│   ├── AdminController.php
│   ├── DepartmentController.php
│   ├── UserController.php
│   ├── ReportController.php
│   ├── ApiController.php
│   └── FeedbackController.php
│
├── views/
│   ├── layouts/
│   │   ├── header.php
│   │   ├── footer.php
│   │   ├── sidebar.php
│   │   └── navbar.php
│   ├── auth/
│   │   ├── login.php
│   │   ├── register.php
│   │   ├── forgot-password.php
│   │   └── reset-password.php
│   ├── home/
│   │   └── index.php
│   ├── complaints/
│   │   ├── create.php
│   │   ├── view.php
│   │   ├── edit.php
│   │   ├── list.php
│   │   └── track.php
│   ├── admin/
│   │   ├── dashboard.php
│   │   ├── users.php
│   │   ├── departments.php
│   │   ├── categories.php
│   │   ├── reports.php
│   │   ├── settings.php
│   │   └── audit-logs.php
│   ├── staff/
│   │   ├── dashboard.php
│   │   ├── assigned.php
│   │   ├── complaint-details.php
│   │   └── performance.php
│   ├── user/
│   │   ├── dashboard.php
│   │   ├── my-complaints.php
│   │   ├── profile.php
│   │   └── feedback.php
│   └── errors/
│       ├── 404.php
│       ├── 403.php
│       └── 500.php
│
├── api/
│   ├── complaints.php
│   ├── status.php
│   ├── comments.php
│   └── stats.php
│
├── uploads/
│   ├── complaints/
│   └── profiles/
│
├── storage/
│   ├── logs/
│   ├── cache/
│   └── exports/
│
├── vendor/
│
├── .env
├── .htaccess
├── .gitignore
├── index.php
├── composer.json
└── README.md

Database Schema

File: database/schema.sql

-- Create Database
CREATE DATABASE IF NOT EXISTS `complaint_system`;
USE `complaint_system`;
-- =====================================================
-- Users Table
-- =====================================================
CREATE TABLE `users` (
`id` INT(11) NOT NULL AUTO_INCREMENT,
`user_id` VARCHAR(20) UNIQUE NOT NULL,
`email` VARCHAR(100) UNIQUE NOT NULL,
`password` VARCHAR(255) NOT NULL,
`first_name` VARCHAR(50) NOT NULL,
`last_name` VARCHAR(50) NOT NULL,
`phone` VARCHAR(20),
`address` TEXT,
`city` VARCHAR(100),
`state` VARCHAR(50),
`country` VARCHAR(50),
`postal_code` VARCHAR(20),
`profile_picture` VARCHAR(255) DEFAULT 'default.png',
`role` ENUM('admin', 'department_head', 'staff', 'user') NOT NULL DEFAULT 'user',
`department_id` INT(11) NULL,
`is_active` BOOLEAN DEFAULT TRUE,
`email_verified` BOOLEAN DEFAULT FALSE,
`email_verified_at` DATETIME NULL,
`verification_token` VARCHAR(255),
`reset_token` VARCHAR(255),
`reset_expires` DATETIME,
`last_login` DATETIME,
`last_login_ip` VARCHAR(45),
`created_at` TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
`updated_at` TIMESTAMP DEFAULT CURRENT_TIMESTAMP ON UPDATE CURRENT_TIMESTAMP,
PRIMARY KEY (`id`),
INDEX `idx_email` (`email`),
INDEX `idx_role` (`role`),
INDEX `idx_status` (`is_active`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;
-- =====================================================
-- Departments Table
-- =====================================================
CREATE TABLE `departments` (
`id` INT(11) NOT NULL AUTO_INCREMENT,
`name` VARCHAR(100) NOT NULL,
`code` VARCHAR(20) UNIQUE NOT NULL,
`description` TEXT,
`head_id` INT(11) NULL,
`email` VARCHAR(100),
`phone` VARCHAR(20),
`sla_hours` INT DEFAULT 48,
`escalation_hours` INT DEFAULT 24,
`is_active` BOOLEAN DEFAULT TRUE,
`created_at` TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
`updated_at` TIMESTAMP DEFAULT CURRENT_TIMESTAMP ON UPDATE CURRENT_TIMESTAMP,
PRIMARY KEY (`id`),
FOREIGN KEY (`head_id`) REFERENCES `users`(`id`) ON DELETE SET NULL,
UNIQUE KEY `uk_name` (`name`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;
-- =====================================================
-- Complaint Categories Table
-- =====================================================
CREATE TABLE `categories` (
`id` INT(11) NOT NULL AUTO_INCREMENT,
`name` VARCHAR(100) NOT NULL,
`description` TEXT,
`department_id` INT(11) NOT NULL,
`parent_id` INT(11) NULL,
`sla_hours` INT DEFAULT 48,
`escalation_level` INT DEFAULT 1,
`icon` VARCHAR(50) DEFAULT 'fa-tag',
`is_active` BOOLEAN DEFAULT TRUE,
`created_at` TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
`updated_at` TIMESTAMP DEFAULT CURRENT_TIMESTAMP ON UPDATE CURRENT_TIMESTAMP,
PRIMARY KEY (`id`),
FOREIGN KEY (`department_id`) REFERENCES `departments`(`id`) ON DELETE CASCADE,
FOREIGN KEY (`parent_id`) REFERENCES `categories`(`id`) ON DELETE CASCADE,
INDEX `idx_active` (`is_active`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;
-- =====================================================
-- Complaints Main Table
-- =====================================================
CREATE TABLE `complaints` (
`id` INT(11) NOT NULL AUTO_INCREMENT,
`complaint_id` VARCHAR(20) UNIQUE NOT NULL,
`user_id` INT(11) NOT NULL,
`category_id` INT(11) NOT NULL,
`department_id` INT(11) NOT NULL,
`assigned_to` INT(11) NULL,
`title` VARCHAR(255) NOT NULL,
`description` TEXT NOT NULL,
`priority` ENUM('low', 'medium', 'high', 'urgent') DEFAULT 'medium',
`status` ENUM('pending', 'assigned', 'in_progress', 'resolved', 'closed', 'reopened', 'escalated') DEFAULT 'pending',
`source` ENUM('web', 'email', 'mobile', 'phone') DEFAULT 'web',
`reference_no` VARCHAR(50) UNIQUE,
`submission_mode` ENUM('public', 'private') DEFAULT 'public',
`submitted_at` TIMESTAMP NULL,
`assigned_at` TIMESTAMP NULL,
`started_at` TIMESTAMP NULL,
`resolved_at` TIMESTAMP NULL,
`closed_at` TIMESTAMP NULL,
`due_date` DATETIME NULL,
`escalation_level` INT DEFAULT 0,
`escalated_at` TIMESTAMP NULL,
`resolution_time` INT NULL COMMENT 'Time taken to resolve in minutes',
`feedback_rating` INT NULL,
`feedback_comment` TEXT,
`feedback_submitted_at` TIMESTAMP NULL,
`ip_address` VARCHAR(45),
`user_agent` TEXT,
`created_at` TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
`updated_at` TIMESTAMP DEFAULT CURRENT_TIMESTAMP ON UPDATE CURRENT_TIMESTAMP,
PRIMARY KEY (`id`),
FOREIGN KEY (`user_id`) REFERENCES `users`(`id`) ON DELETE CASCADE,
FOREIGN KEY (`category_id`) REFERENCES `categories`(`id`),
FOREIGN KEY (`department_id`) REFERENCES `departments`(`id`),
FOREIGN KEY (`assigned_to`) REFERENCES `users`(`id`) ON DELETE SET NULL,
INDEX `idx_complaint_id` (`complaint_id`),
INDEX `idx_status` (`status`),
INDEX `idx_priority` (`priority`),
INDEX `idx_department` (`department_id`),
INDEX `idx_assigned` (`assigned_to`),
INDEX `idx_created` (`created_at`),
INDEX `idx_due_date` (`due_date`),
FULLTEXT INDEX `idx_search` (`title`, `description`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;
-- =====================================================
-- Complaint Comments/Updates Table
-- =====================================================
CREATE TABLE `complaint_comments` (
`id` INT(11) NOT NULL AUTO_INCREMENT,
`complaint_id` INT(11) NOT NULL,
`user_id` INT(11) NOT NULL,
`comment` TEXT NOT NULL,
`is_staff` BOOLEAN DEFAULT FALSE,
`is_private` BOOLEAN DEFAULT FALSE COMMENT 'Internal notes only visible to staff',
`attachments` JSON,
`created_at` TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
`updated_at` TIMESTAMP DEFAULT CURRENT_TIMESTAMP ON UPDATE CURRENT_TIMESTAMP,
PRIMARY KEY (`id`),
FOREIGN KEY (`complaint_id`) REFERENCES `complaints`(`id`) ON DELETE CASCADE,
FOREIGN KEY (`user_id`) REFERENCES `users`(`id`) ON DELETE CASCADE,
INDEX `idx_complaint` (`complaint_id`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;
-- =====================================================
-- Complaint Attachments Table
-- =====================================================
CREATE TABLE `complaint_attachments` (
`id` INT(11) NOT NULL AUTO_INCREMENT,
`complaint_id` INT(11) NOT NULL,
`user_id` INT(11) NOT NULL,
`file_name` VARCHAR(255) NOT NULL,
`file_path` VARCHAR(500) NOT NULL,
`file_size` INT,
`file_type` VARCHAR(100),
`mime_type` VARCHAR(100),
`is_image` BOOLEAN DEFAULT FALSE,
`created_at` TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
PRIMARY KEY (`id`),
FOREIGN KEY (`complaint_id`) REFERENCES `complaints`(`id`) ON DELETE CASCADE,
FOREIGN KEY (`user_id`) REFERENCES `users`(`id`) ON DELETE CASCADE,
INDEX `idx_complaint` (`complaint_id`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;
-- =====================================================
-- Complaint History/Log Table
-- =====================================================
CREATE TABLE `complaint_history` (
`id` INT(11) NOT NULL AUTO_INCREMENT,
`complaint_id` INT(11) NOT NULL,
`user_id` INT(11) NOT NULL,
`action` VARCHAR(100) NOT NULL,
`old_value` TEXT,
`new_value` TEXT,
`description` TEXT,
`ip_address` VARCHAR(45),
`created_at` TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
PRIMARY KEY (`id`),
FOREIGN KEY (`complaint_id`) REFERENCES `complaints`(`id`) ON DELETE CASCADE,
FOREIGN KEY (`user_id`) REFERENCES `users`(`id`) ON DELETE CASCADE,
INDEX `idx_complaint` (`complaint_id`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;
-- =====================================================
-- Escalation Rules Table
-- =====================================================
CREATE TABLE `escalation_rules` (
`id` INT(11) NOT NULL AUTO_INCREMENT,
`name` VARCHAR(100) NOT NULL,
`priority` ENUM('low', 'medium', 'high', 'urgent') NOT NULL,
`department_id` INT(11),
`category_id` INT(11),
`escalation_level` INT NOT NULL,
`escalate_after_hours` INT NOT NULL,
`escalate_to_role` ENUM('staff', 'department_head', 'admin') DEFAULT 'department_head',
`notify_users` JSON,
`is_active` BOOLEAN DEFAULT TRUE,
`created_at` TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
`updated_at` TIMESTAMP DEFAULT CURRENT_TIMESTAMP ON UPDATE CURRENT_TIMESTAMP,
PRIMARY KEY (`id`),
FOREIGN KEY (`department_id`) REFERENCES `departments`(`id`) ON DELETE CASCADE,
FOREIGN KEY (`category_id`) REFERENCES `categories`(`id`) ON DELETE CASCADE,
INDEX `idx_priority` (`priority`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;
-- =====================================================
-- Notifications Table
-- =====================================================
CREATE TABLE `notifications` (
`id` INT(11) NOT NULL AUTO_INCREMENT,
`user_id` INT(11) NOT NULL,
`type` VARCHAR(50) NOT NULL,
`title` VARCHAR(255) NOT NULL,
`message` TEXT NOT NULL,
`data` JSON,
`complaint_id` INT(11),
`is_read` BOOLEAN DEFAULT FALSE,
`read_at` DATETIME NULL,
`created_at` TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
PRIMARY KEY (`id`),
FOREIGN KEY (`user_id`) REFERENCES `users`(`id`) ON DELETE CASCADE,
FOREIGN KEY (`complaint_id`) REFERENCES `complaints`(`id`) ON DELETE CASCADE,
INDEX `idx_user_read` (`user_id`, `is_read`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;
-- =====================================================
-- Email Templates Table
-- =====================================================
CREATE TABLE `email_templates` (
`id` INT(11) NOT NULL AUTO_INCREMENT,
`name` VARCHAR(100) NOT NULL,
`subject` VARCHAR(255) NOT NULL,
`body` TEXT NOT NULL,
`variables` JSON,
`is_active` BOOLEAN DEFAULT TRUE,
`created_at` TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
`updated_at` TIMESTAMP DEFAULT CURRENT_TIMESTAMP ON UPDATE CURRENT_TIMESTAMP,
PRIMARY KEY (`id`),
UNIQUE KEY `uk_name` (`name`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;
-- =====================================================
-- Audit Logs Table
-- =====================================================
CREATE TABLE `audit_logs` (
`id` INT(11) NOT NULL AUTO_INCREMENT,
`user_id` INT(11) NULL,
`action` VARCHAR(100) NOT NULL,
`table_name` VARCHAR(100),
`record_id` INT(11),
`old_data` JSON,
`new_data` JSON,
`ip_address` VARCHAR(45),
`user_agent` TEXT,
`created_at` TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
PRIMARY KEY (`id`),
FOREIGN KEY (`user_id`) REFERENCES `users`(`id`) ON DELETE SET NULL,
INDEX `idx_user` (`user_id`),
INDEX `idx_action` (`action`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;
-- =====================================================
-- System Settings Table
-- =====================================================
CREATE TABLE `settings` (
`id` INT(11) NOT NULL AUTO_INCREMENT,
`key` VARCHAR(100) UNIQUE NOT NULL,
`value` TEXT,
`type` ENUM('text', 'number', 'boolean', 'json', 'email') DEFAULT 'text',
`description` TEXT,
`created_at` TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
`updated_at` TIMESTAMP DEFAULT CURRENT_TIMESTAMP ON UPDATE CURRENT_TIMESTAMP,
PRIMARY KEY (`id`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;
-- =====================================================
-- Default Data Inserts
-- =====================================================
-- Insert default admin user (password: Admin@123)
INSERT INTO `users` (`user_id`, `email`, `password`, `first_name`, `last_name`, `role`, `email_verified`) 
VALUES ('ADMIN001', '[email protected]', '$2y$10$92IXUNpkjO0rOQ5byMi.Ye4oKoEa3Ro9llC/.og/at2.uheWG/igi', 'System', 'Administrator', 'admin', TRUE);
-- Insert sample departments
INSERT INTO `departments` (`name`, `code`, `description`, `email`, `sla_hours`, `escalation_hours`) VALUES
('Information Technology', 'IT', 'Technical support, software issues, hardware problems', '[email protected]', 24, 12),
('Human Resources', 'HR', 'Employee relations, payroll, benefits', '[email protected]', 48, 24),
('Finance', 'FIN', 'Billing, payments, reimbursement', '[email protected]', 48, 24),
('Customer Service', 'CS', 'General inquiries, feedback, suggestions', '[email protected]', 72, 36),
('Facilities', 'FAC', 'Infrastructure, maintenance, security', '[email protected]', 72, 36);
-- Insert default categories
INSERT INTO `categories` (`name`, `department_id`, `description`, `sla_hours`, `icon`) VALUES
('Hardware Issue', 1, 'Computer, printer, network equipment issues', 24, 'fa-computer'),
('Software Issue', 1, 'Application, operating system problems', 24, 'fa-code'),
('Network Issue', 1, 'Internet, connectivity, VPN problems', 12, 'fa-wifi'),
('Payroll Issue', 3, 'Salary, tax, deduction inquiries', 48, 'fa-money-bill'),
('Reimbursement', 3, 'Expense claims, refunds', 72, 'fa-hand-holding-dollar'),
('Attendance Issue', 2, 'Leave, overtime, attendance records', 48, 'fa-clock'),
('Policy Inquiry', 2, 'HR policies, procedures', 72, 'fa-file-lines');
-- Insert email templates
INSERT INTO `email_templates` (`name`, `subject`, `body`, `variables`) VALUES
('complaint_registered', 'Complaint #{complaint_id} Registered Successfully', 
'<h2>Dear {user_name},</h2><p>Your complaint has been registered successfully.</p><p><strong>Complaint ID:</strong> {complaint_id}</p><p><strong>Title:</strong> {title}</p><p><strong>Status:</strong> {status}</p><p>You can track your complaint at: {tracking_url}</p>',
'["user_name", "complaint_id", "title", "status", "tracking_url"]'),
('complaint_assigned', 'Complaint #{complaint_id} Assigned', 
'<h2>Dear {user_name},</h2><p>Your complaint has been assigned to {staff_name}.</p><p><strong>Complaint ID:</strong> {complaint_id}</p><p><strong>Assigned To:</strong> {staff_name}</p><p><strong>Expected Resolution:</strong> {due_date}</p>',
'["user_name", "complaint_id", "staff_name", "due_date"]'),
('complaint_resolved', 'Complaint #{complaint_id} Resolved', 
'<h2>Dear {user_name},</h2><p>Your complaint has been resolved.</p><p><strong>Complaint ID:</strong> {complaint_id}</p><p><strong>Resolution:</strong> {resolution}</p><p>Please provide your feedback: {feedback_url}</p>',
'["user_name", "complaint_id", "resolution", "feedback_url"]'),
('staff_assignment', 'New Complaint Assigned - #{complaint_id}', 
'<h2>Dear {staff_name},</h2><p>A new complaint has been assigned to you.</p><p><strong>Complaint ID:</strong> {complaint_id}</p><p><strong>Priority:</strong> {priority}</p><p><strong>Due Date:</strong> {due_date}</p><p>View details: {complaint_url}</p>',
'["staff_name", "complaint_id", "priority", "due_date", "complaint_url"]'),
('escalation_notification', 'Complaint #{complaint_id} Escalated', 
'<h2>Urgent: Complaint #{complaint_id} Escalated</h2><p>This complaint has been escalated to Level {level}.</p><p><strong>Priority:</strong> {priority}</p><p><strong>Current Status:</strong> {status}</p><p><strong>Pending Since:</strong> {pending_since}</p><p>Action required immediately.</p>',
'["complaint_id", "level", "priority", "status", "pending_since"]');
-- Insert system settings
INSERT INTO `settings` (`key`, `value`, `type`, `description`) VALUES
('site_name', 'Complaint Management System', 'text', 'Name of the site'),
('site_email', '[email protected]', 'email', 'System email address'),
('site_phone', '+1-555-123-4567', 'text', 'Contact phone number'),
('address', '123 Business Ave, City, State 12345', 'text', 'Office address'),
('timezone', 'America/New_York', 'text', 'System timezone'),
('date_format', 'Y-m-d', 'text', 'Date display format'),
('time_format', 'H:i:s', 'text', 'Time display format'),
('items_per_page', '20', 'number', 'Items per page in listings'),
('allow_attachments', '1', 'boolean', 'Allow file attachments'),
('max_file_size', '5', 'number', 'Maximum file size in MB'),
('allowed_file_types', 'jpg,jpeg,png,gif,pdf,doc,docx', 'text', 'Allowed file extensions'),
('auto_assign', '1', 'boolean', 'Auto-assign complaints to staff'),
('enable_notifications', '1', 'boolean', 'Enable email notifications'),
('enable_sms', '0', 'boolean', 'Enable SMS notifications'),
('enable_escalation', '1', 'boolean', 'Enable automatic escalation'),
('maintenance_mode', '0', 'boolean', 'Maintenance mode status'),
('company_logo', '/assets/images/logo.png', 'text', 'Company logo path'),
('favicon', '/assets/images/favicon.ico', 'text', 'Favicon path'),
('primary_color', '#0d6efd', 'text', 'Primary theme color'),
('secondary_color', '#6c757d', 'text', 'Secondary theme color');
-- Insert default escalation rules
INSERT INTO `escalation_rules` (`name`, `priority`, `escalation_level`, `escalate_after_hours`, `escalate_to_role`) VALUES
('Low Priority Escalation', 'low', 1, 72, 'department_head'),
('Medium Priority Escalation', 'medium', 1, 48, 'department_head'),
('High Priority Escalation', 'high', 1, 24, 'department_head'),
('Urgent Escalation Level 1', 'urgent', 1, 12, 'department_head'),
('Urgent Escalation Level 2', 'urgent', 2, 24, 'admin');

Core System Files

Database Configuration

File: includes/config/database.php

<?php
/**
* Database Configuration
* Handles database connection and PDO setup
*/
return [
'driver' => 'mysql',
'host' => getenv('DB_HOST') ?: 'localhost',
'database' => getenv('DB_NAME') ?: 'complaint_system',
'username' => getenv('DB_USER') ?: 'root',
'password' => getenv('DB_PASS') ?: '',
'charset' => 'utf8mb4',
'collation' => 'utf8mb4_unicode_ci',
'prefix' => '',
'options' => [
PDO::ATTR_ERRMODE => PDO::ERRMODE_EXCEPTION,
PDO::ATTR_DEFAULT_FETCH_MODE => PDO::FETCH_ASSOC,
PDO::ATTR_EMULATE_PREPARES => false,
PDO::MYSQL_ATTR_INIT_COMMAND => "SET NAMES utf8mb4 COLLATE utf8mb4_unicode_ci"
]
];

Application Configuration

File: includes/config/app.php

<?php
/**
* Application Configuration
* Main application settings and constants
*/
return [
'name' => getenv('APP_NAME') ?: 'Complaint Management System',
'env' => getenv('APP_ENV') ?: 'production',
'debug' => getenv('APP_DEBUG') === 'true',
'url' => getenv('APP_URL') ?: 'http://localhost/complaint-system',
'timezone' => getenv('APP_TIMEZONE') ?: 'UTC',
'locale' => getenv('APP_LOCALE') ?: 'en',
'key' => getenv('APP_KEY') ?: 'base64:'.base64_encode(random_bytes(32)),
'mail' => [
'driver' => getenv('MAIL_DRIVER') ?: 'smtp',
'host' => getenv('MAIL_HOST') ?: 'smtp.mailtrap.io',
'port' => getenv('MAIL_PORT') ?: 2525,
'username' => getenv('MAIL_USERNAME') ?: '',
'password' => getenv('MAIL_PASSWORD') ?: '',
'encryption' => getenv('MAIL_ENCRYPTION') ?: 'tls',
'from_address' => getenv('MAIL_FROM_ADDRESS') ?: '[email protected]',
'from_name' => getenv('MAIL_FROM_NAME') ?: 'Complaint System'
],
'sms' => [
'enabled' => getenv('SMS_ENABLED') === 'true',
'provider' => getenv('SMS_PROVIDER') ?: 'twilio',
'twilio_sid' => getenv('TWILIO_SID') ?: '',
'twilio_token' => getenv('TWILIO_TOKEN') ?: '',
'twilio_phone' => getenv('TWILIO_PHONE') ?: ''
],
'upload' => [
'max_size' => getenv('MAX_FILE_SIZE') ?: 5 * 1024 * 1024,
'allowed_types' => ['jpg', 'jpeg', 'png', 'gif', 'pdf', 'doc', 'docx'],
'path' => __DIR__ . '/../../uploads/'
],
'pagination' => [
'per_page' => getenv('ITEMS_PER_PAGE') ?: 20
]
];

Constants Definition

File: includes/config/constants.php

<?php
/**
* System Constants
* Define all system-wide constants
*/
// File paths
define('ROOT_PATH', dirname(__DIR__, 2));
define('APP_PATH', ROOT_PATH . '/app');
define('VIEWS_PATH', ROOT_PATH . '/views');
define('CONTROLLERS_PATH', ROOT_PATH . '/controllers');
define('MODELS_PATH', ROOT_PATH . '/models');
define('UPLOAD_PATH', ROOT_PATH . '/uploads');
define('STORAGE_PATH', ROOT_PATH . '/storage');
// URLs
define('BASE_URL', rtrim(getenv('APP_URL') ?: 'http://localhost/complaint-system', '/'));
define('ASSETS_URL', BASE_URL . '/assets');
define('UPLOADS_URL', BASE_URL . '/uploads');
// Date/Time formats
define('DATE_FORMAT', 'Y-m-d');
define('TIME_FORMAT', 'H:i:s');
define('DATETIME_FORMAT', 'Y-m-d H:i:s');
define('DISPLAY_DATE_FORMAT', 'M d, Y');
define('DISPLAY_TIME_FORMAT', 'h:i A');
define('DISPLAY_DATETIME_FORMAT', 'M d, Y h:i A');
// Complaint statuses
define('COMPLAINT_STATUSES', [
'pending' => 'Pending',
'assigned' => 'Assigned',
'in_progress' => 'In Progress',
'resolved' => 'Resolved',
'closed' => 'Closed',
'reopened' => 'Reopened',
'escalated' => 'Escalated'
]);
// Complaint priorities
define('COMPLAINT_PRIORITIES', [
'low' => 'Low',
'medium' => 'Medium',
'high' => 'High',
'urgent' => 'Urgent'
]);
// User roles
define('USER_ROLES', [
'admin' => 'Administrator',
'department_head' => 'Department Head',
'staff' => 'Support Staff',
'user' => 'Regular User'
]);
// Priority colors for UI
define('PRIORITY_COLORS', [
'low' => 'info',
'medium' => 'warning',
'high' => 'danger',
'urgent' => 'dark'
]);
// Status colors for UI
define('STATUS_COLORS', [
'pending' => 'secondary',
'assigned' => 'primary',
'in_progress' => 'info',
'resolved' => 'success',
'closed' => 'dark',
'reopened' => 'warning',
'escalated' => 'danger'
]);
// Session keys
define('SESSION_USER_ID', 'user_id');
define('SESSION_USER_ROLE', 'user_role');
define('SESSION_USER_NAME', 'user_name');
define('SESSION_CSRF_TOKEN', 'csrf_token');
define('SESSION_FLASH_MESSAGE', 'flash_message');
// Cache keys
define('CACHE_DEPARTMENTS', 'departments_list');
define('CACHE_CATEGORIES', 'categories_list');
define('CACHE_SETTINGS', 'system_settings');

Core Database Class

File: includes/core/Database.php

<?php
/**
* Database Class
* Singleton PDO database connection with query builder
*/
class Database {
private static $instance = null;
private $connection;
private $statement;
private $config;
private $table;
private $where = [];
private $orderBy = [];
private $limit = null;
private $offset = null;
private $joins = [];
private $select = ['*'];
/**
* Private constructor
*/
private function __construct() {
$this->config = require __DIR__ . '/../config/database.php';
$this->connect();
}
/**
* Establish database connection
*/
private function connect() {
$dsn = sprintf(
"%s:host=%s;dbname=%s;charset=%s",
$this->config['driver'],
$this->config['host'],
$this->config['database'],
$this->config['charset']
);
try {
$this->connection = new PDO(
$dsn,
$this->config['username'],
$this->config['password'],
$this->config['options']
);
} catch (PDOException $e) {
die("Database connection failed: " . $e->getMessage());
}
}
/**
* Get database instance
*/
public static function getInstance() {
if (self::$instance === null) {
self::$instance = new self();
}
return self::$instance;
}
/**
* Set table for query
*/
public function table($table) {
$this->table = $table;
return $this;
}
/**
* Select columns
*/
public function select($columns = ['*']) {
$this->select = is_array($columns) ? $columns : func_get_args();
return $this;
}
/**
* Add where condition
*/
public function where($column, $operator = null, $value = null) {
if ($value === null) {
$value = $operator;
$operator = '=';
}
$this->where[] = [
'type' => 'AND',
'column' => $column,
'operator' => $operator,
'value' => $value
];
return $this;
}
/**
* Add or where condition
*/
public function orWhere($column, $operator = null, $value = null) {
if ($value === null) {
$value = $operator;
$operator = '=';
}
$this->where[] = [
'type' => 'OR',
'column' => $column,
'operator' => $operator,
'value' => $value
];
return $this;
}
/**
* Add where in condition
*/
public function whereIn($column, $values) {
$this->where[] = [
'type' => 'AND',
'column' => $column,
'operator' => 'IN',
'value' => $values
];
return $this;
}
/**
* Add where between condition
*/
public function whereBetween($column, $min, $max) {
$this->where[] = [
'type' => 'AND',
'column' => $column,
'operator' => 'BETWEEN',
'value' => [$min, $max]
];
return $this;
}
/**
* Add where null condition
*/
public function whereNull($column) {
$this->where[] = [
'type' => 'AND',
'column' => $column,
'operator' => 'IS NULL',
'value' => null
];
return $this;
}
/**
* Add where not null condition
*/
public function whereNotNull($column) {
$this->where[] = [
'type' => 'AND',
'column' => $column,
'operator' => 'IS NOT NULL',
'value' => null
];
return $this;
}
/**
* Add join
*/
public function join($table, $first, $operator = null, $second = null, $type = 'INNER') {
if ($second === null) {
$second = $operator;
$operator = '=';
}
$this->joins[] = [
'type' => $type,
'table' => $table,
'first' => $first,
'operator' => $operator,
'second' => $second
];
return $this;
}
/**
* Add left join
*/
public function leftJoin($table, $first, $operator = null, $second = null) {
return $this->join($table, $first, $operator, $second, 'LEFT');
}
/**
* Add order by
*/
public function orderBy($column, $direction = 'ASC') {
$this->orderBy[] = ['column' => $column, 'direction' => $direction];
return $this;
}
/**
* Set limit
*/
public function limit($limit) {
$this->limit = $limit;
return $this;
}
/**
* Set offset
*/
public function offset($offset) {
$this->offset = $offset;
return $this;
}
/**
* Build where clause
*/
private function buildWhere() {
if (empty($this->where)) {
return ['sql' => '', 'params' => []];
}
$sql = 'WHERE ';
$params = [];
foreach ($this->where as $index => $condition) {
if ($index > 0) {
$sql .= ' ' . $condition['type'] . ' ';
}
$column = $condition['column'];
$operator = $condition['operator'];
$value = $condition['value'];
if ($operator === 'IN') {
$placeholders = implode(',', array_fill(0, count($value), '?'));
$sql .= "{$column} IN ({$placeholders})";
$params = array_merge($params, $value);
} elseif ($operator === 'BETWEEN') {
$sql .= "{$column} BETWEEN ? AND ?";
$params = array_merge($params, $value);
} elseif ($operator === 'IS NULL' || $operator === 'IS NOT NULL') {
$sql .= "{$column} {$operator}";
} else {
$sql .= "{$column} {$operator} ?";
$params[] = $value;
}
}
return ['sql' => $sql, 'params' => $params];
}
/**
* Build query
*/
private function buildSelectQuery() {
$sql = "SELECT " . implode(', ', $this->select) . " FROM {$this->table}";
// Add joins
foreach ($this->joins as $join) {
$sql .= " {$join['type']} JOIN {$join['table']} ON {$join['first']} {$join['operator']} {$join['second']}";
}
// Add where
$where = $this->buildWhere();
if (!empty($where['sql'])) {
$sql .= " " . $where['sql'];
}
// Add order by
if (!empty($this->orderBy)) {
$orderParts = [];
foreach ($this->orderBy as $order) {
$orderParts[] = "{$order['column']} {$order['direction']}";
}
$sql .= " ORDER BY " . implode(', ', $orderParts);
}
// Add limit and offset
if ($this->limit !== null) {
$sql .= " LIMIT {$this->limit}";
}
if ($this->offset !== null) {
$sql .= " OFFSET {$this->offset}";
}
return ['sql' => $sql, 'params' => $where['params']];
}
/**
* Execute query and get results
*/
public function get() {
$query = $this->buildSelectQuery();
$this->statement = $this->connection->prepare($query['sql']);
$this->statement->execute($query['params']);
$this->reset();
return $this->statement->fetchAll();
}
/**
* Get first record
*/
public function first() {
$this->limit(1);
$results = $this->get();
return !empty($results) ? $results[0] : null;
}
/**
* Find by ID
*/
public function find($id, $column = 'id') {
return $this->where($column, $id)->first();
}
/**
* Insert record
*/
public function insert($data) {
$columns = implode(', ', array_keys($data));
$placeholders = implode(', ', array_fill(0, count($data), '?'));
$sql = "INSERT INTO {$this->table} ({$columns}) VALUES ({$placeholders})";
$this->statement = $this->connection->prepare($sql);
$result = $this->statement->execute(array_values($data));
$this->reset();
return $result ? $this->connection->lastInsertId() : false;
}
/**
* Update records
*/
public function update($data) {
$sets = [];
foreach (array_keys($data) as $column) {
$sets[] = "{$column} = ?";
}
$sql = "UPDATE {$this->table} SET " . implode(', ', $sets);
$where = $this->buildWhere();
if (!empty($where['sql'])) {
$sql .= " " . $where['sql'];
}
$params = array_merge(array_values($data), $where['params']);
$this->statement = $this->connection->prepare($sql);
$result = $this->statement->execute($params);
$this->reset();
return $result ? $this->statement->rowCount() : false;
}
/**
* Delete records
*/
public function delete() {
$sql = "DELETE FROM {$this->table}";
$where = $this->buildWhere();
if (!empty($where['sql'])) {
$sql .= " " . $where['sql'];
}
$this->statement = $this->connection->prepare($sql);
$result = $this->statement->execute($where['params']);
$this->reset();
return $result ? $this->statement->rowCount() : false;
}
/**
* Count records
*/
public function count() {
$this->select = ['COUNT(*) as count'];
$result = $this->first();
return $result ? $result['count'] : 0;
}
/**
* Execute raw query
*/
public function raw($sql, $params = []) {
$this->statement = $this->connection->prepare($sql);
$this->statement->execute($params);
return $this->statement;
}
/**
* Begin transaction
*/
public function beginTransaction() {
return $this->connection->beginTransaction();
}
/**
* Commit transaction
*/
public function commit() {
return $this->connection->commit();
}
/**
* Rollback transaction
*/
public function rollback() {
return $this->connection->rollBack();
}
/**
* Get last insert ID
*/
public function lastInsertId() {
return $this->connection->lastInsertId();
}
/**
* Reset query builder state
*/
private function reset() {
$this->table = null;
$this->where = [];
$this->orderBy = [];
$this->limit = null;
$this->offset = null;
$this->joins = [];
$this->select = ['*'];
}
/**
* Prevent cloning
*/
private function __clone() {}
/**
* Prevent unserialize
*/
public function __wakeup() {}
}

Base Model Class

File: includes/core/Model.php

<?php
/**
* Base Model Class
* Provides common database operations for all models
*/
abstract class Model {
protected $db;
protected $table;
protected $primaryKey = 'id';
protected $fillable = [];
protected $guarded = ['id'];
protected $hidden = ['password'];
protected $casts = [];
protected $dates = ['created_at', 'updated_at'];
/**
* Constructor
*/
public function __construct() {
$this->db = Database::getInstance();
}
/**
* Get table name
*/
protected function getTable() {
if ($this->table) {
return $this->table;
}
// Generate table name from class name
$class = get_class($this);
$class = basename(str_replace('\\', '/', $class));
return strtolower(preg_replace('/(?<!^)[A-Z]/', '_$0', $class)) . 's';
}
/**
* Find record by ID
*/
public function find($id) {
$result = $this->db->table($this->getTable())
->where($this->primaryKey, $id)
->first();
return $result ? $this->hydrate($result) : null;
}
/**
* Get all records
*/
public function all() {
$results = $this->db->table($this->getTable())->get();
return $this->hydrateAll($results);
}
/**
* Create new record
*/
public function create($data) {
$data = $this->filterFillable($data);
if (in_array('created_at', $this->dates)) {
$data['created_at'] = date('Y-m-d H:i:s');
}
$id = $this->db->table($this->getTable())->insert($data);
if ($id) {
return $this->find($id);
}
return null;
}
/**
* Update record
*/
public function update($id, $data) {
$data = $this->filterFillable($data);
if (in_array('updated_at', $this->dates)) {
$data['updated_at'] = date('Y-m-d H:i:s');
}
return $this->db->table($this->getTable())
->where($this->primaryKey, $id)
->update($data);
}
/**
* Delete record
*/
public function delete($id) {
return $this->db->table($this->getTable())
->where($this->primaryKey, $id)
->delete();
}
/**
* Filter fillable fields
*/
protected function filterFillable($data) {
if (!empty($this->fillable)) {
return array_intersect_key($data, array_flip($this->fillable));
}
if (!empty($this->guarded)) {
return array_diff_key($data, array_flip($this->guarded));
}
return $data;
}
/**
* Cast values
*/
protected function cast($key, $value) {
if (!isset($this->casts[$key])) {
return $value;
}
switch ($this->casts[$key]) {
case 'int':
case 'integer':
return (int)$value;
case 'float':
case 'double':
return (float)$value;
case 'bool':
case 'boolean':
return (bool)$value;
case 'array':
case 'json':
return json_decode($value, true);
case 'object':
return json_decode($value);
case 'date':
return new DateTime($value);
default:
return $value;
}
}
/**
* Hydrate single record
*/
protected function hydrate($data) {
if (!$data) {
return null;
}
// Cast values
foreach ($data as $key => $value) {
$data[$key] = $this->cast($key, $value);
}
// Hide sensitive fields
foreach ($this->hidden as $field) {
unset($data[$field]);
}
return $data;
}
/**
* Hydrate multiple records
*/
protected function hydrateAll($results) {
return array_map([$this, 'hydrate'], $results);
}
/**
* Get query builder instance
*/
public function query() {
return $this->db->table($this->getTable());
}
/**
* Dynamic where calls
*/
public function __call($method, $arguments) {
if (strpos($method, 'findBy') === 0) {
$field = strtolower(substr($method, 6));
return $this->db->table($this->getTable())
->where($field, $arguments[0])
->first();
}
if (strpos($method, 'findAllBy') === 0) {
$field = strtolower(substr($method, 9));
return $this->db->table($this->getTable())
->where($field, $arguments[0])
->get();
}
throw new BadMethodCallException("Method {$method} does not exist");
}
}

Authentication Class

File: includes/core/Auth.php

<?php
/**
* Authentication Class
* Handles user authentication, registration, and session management
*/
class Auth {
private $db;
private $user = null;
/**
* Constructor
*/
public function __construct() {
$this->db = Database::getInstance();
$this->initSession();
}
/**
* Initialize session
*/
private function initSession() {
if (session_status() == PHP_SESSION_NONE) {
session_start();
}
// Check for remember me cookie
if (!$this->check() && isset($_COOKIE['remember_token'])) {
$this->loginWithToken($_COOKIE['remember_token']);
}
}
/**
* Attempt login
*/
public function attempt($email, $password, $remember = false) {
$user = $this->db->table('users')
->where('email', $email)
->where('is_active', 1)
->first();
if ($user && password_verify($password, $user['password'])) {
$this->login($user, $remember);
return true;
}
return false;
}
/**
* Login user
*/
public function login($user, $remember = false) {
$_SESSION[SESSION_USER_ID] = $user['id'];
$_SESSION[SESSION_USER_ROLE] = $user['role'];
$_SESSION[SESSION_USER_NAME] = $user['first_name'] . ' ' . $user['last_name'];
// Update last login
$this->db->table('users')
->where('id', $user['id'])
->update([
'last_login' => date('Y-m-d H:i:s'),
'last_login_ip' => $_SERVER['REMOTE_ADDR'] ?? null
]);
if ($remember) {
$this->setRememberToken($user['id']);
}
$this->user = $user;
}
/**
* Login with remember token
*/
private function loginWithToken($token) {
// Implement remember token validation
// This would check a remember_tokens table
}
/**
* Set remember me token
*/
private function setRememberToken($userId) {
$token = bin2hex(random_bytes(32));
$expires = time() + (86400 * 30); // 30 days
setcookie('remember_token', $token, $expires, '/', '', false, true);
// Store token in database (you'd need a remember_tokens table)
// $this->db->table('remember_tokens')->insert([...]);
}
/**
* Logout user
*/
public function logout() {
$_SESSION = array();
if (ini_get('session.use_cookies')) {
$params = session_get_cookie_params();
setcookie(session_name(), '', time() - 42000,
$params['path'], $params['domain'],
$params['secure'], $params['httponly']
);
}
setcookie('remember_token', '', time() - 3600, '/');
session_destroy();
$this->user = null;
}
/**
* Check if user is logged in
*/
public function check() {
return isset($_SESSION[SESSION_USER_ID]);
}
/**
* Get current user ID
*/
public function id() {
return $_SESSION[SESSION_USER_ID] ?? null;
}
/**
* Get current user role
*/
public function role() {
return $_SESSION[SESSION_USER_ROLE] ?? null;
}
/**
* Get current user name
*/
public function name() {
return $_SESSION[SESSION_USER_NAME] ?? null;
}
/**
* Get current user data
*/
public function user() {
if ($this->user === null && $this->check()) {
$this->user = $this->db->table('users')
->find($_SESSION[SESSION_USER_ID]);
}
return $this->user;
}
/**
* Check if user has role
*/
public function hasRole($role) {
return $this->role() === $role;
}
/**
* Check if user has any of given roles
*/
public function hasAnyRole($roles) {
return in_array($this->role(), (array)$roles);
}
/**
* Require authentication
*/
public function requireAuth() {
if (!$this->check()) {
$_SESSION['redirect_url'] = $_SERVER['REQUEST_URI'];
header('Location: ' . BASE_URL . '/login');
exit();
}
}
/**
* Require specific role
*/
public function requireRole($role) {
$this->requireAuth();
if (!$this->hasRole($role)) {
header('HTTP/1.0 403 Forbidden');
include VIEWS_PATH . '/errors/403.php';
exit();
}
}
/**
* Register new user
*/
public function register($data) {
// Check if email exists
$exists = $this->db->table('users')
->where('email', $data['email'])
->first();
if ($exists) {
return ['success' => false, 'error' => 'Email already registered'];
}
// Hash password
$data['password'] = password_hash($data['password'], PASSWORD_BCRYPT);
$data['user_id'] = $this->generateUserId();
$data['verification_token'] = bin2hex(random_bytes(32));
// Insert user
$id = $this->db->table('users')->insert($data);
if ($id) {
// Send verification email
$this->sendVerificationEmail($data['email'], $data['verification_token']);
return ['success' => true, 'user_id' => $id];
}
return ['success' => false, 'error' => 'Registration failed'];
}
/**
* Generate unique user ID
*/
private function generateUserId() {
$prefix = 'USR';
$timestamp = date('Ymd');
$random = strtoupper(substr(uniqid(), -4));
return $prefix . $timestamp . $random;
}
/**
* Verify email
*/
public function verifyEmail($token) {
$user = $this->db->table('users')
->where('verification_token', $token)
->first();
if ($user) {
$this->db->table('users')
->where('id', $user['id'])
->update([
'email_verified' => 1,
'email_verified_at' => date('Y-m-d H:i:s'),
'verification_token' => null
]);
return true;
}
return false;
}
/**
* Send verification email
*/
private function sendVerificationEmail($email, $token) {
$subject = "Verify Your Email - " . APP_NAME;
$verificationLink = BASE_URL . "/verify-email?token=" . $token;
$message = "Click here to verify your email: " . $verificationLink;
mail($email, $subject, $message);
}
/**
* Send password reset link
*/
public function sendPasswordResetLink($email) {
$user = $this->db->table('users')
->where('email', $email)
->first();
if ($user) {
$token = bin2hex(random_bytes(32));
$expires = date('Y-m-d H:i:s', strtotime('+1 hour'));
$this->db->table('users')
->where('id', $user['id'])
->update([
'reset_token' => $token,
'reset_expires' => $expires
]);
$resetLink = BASE_URL . "/reset-password?token=" . $token;
$subject = "Password Reset - " . APP_NAME;
$message = "Click here to reset your password: " . $resetLink;
return mail($email, $subject, $message);
}
return false;
}
/**
* Reset password
*/
public function resetPassword($token, $password) {
$user = $this->db->table('users')
->where('reset_token', $token)
->where('reset_expires', '>', date('Y-m-d H:i:s'))
->first();
if ($user) {
$this->db->table('users')
->where('id', $user['id'])
->update([
'password' => password_hash($password, PASSWORD_BCRYPT),
'reset_token' => null,
'reset_expires' => null
]);
return true;
}
return false;
}
/**
* Change password
*/
public function changePassword($userId, $currentPassword, $newPassword) {
$user = $this->db->table('users')
->find($userId);
if (!password_verify($currentPassword, $user['password'])) {
return ['success' => false, 'error' => 'Current password is incorrect'];
}
$this->db->table('users')
->where('id', $userId)
->update([
'password' => password_hash($newPassword, PASSWORD_BCRYPT)
]);
return ['success' => true];
}
}
// Initialize Auth
$auth = new Auth();

Base Controller Class

File: includes/core/Controller.php

<?php
/**
* Base Controller Class
* Provides common functionality for all controllers
*/
class Controller {
protected $db;
protected $auth;
protected $viewData = [];
/**
* Constructor
*/
public function __construct() {
$this->db = Database::getInstance();
$this->auth = $GLOBALS['auth'];
// Set common view data
$this->setViewData('app_name', APP_NAME);
$this->setViewData('base_url', BASE_URL);
$this->setViewData('assets_url', ASSETS_URL);
$this->setViewData('auth', $this->auth);
$this->setViewData('current_user', $this->auth->user());
// Set flash messages
if (isset($_SESSION[SESSION_FLASH_MESSAGE])) {
$this->setViewData('flash', $_SESSION[SESSION_FLASH_MESSAGE]);
unset($_SESSION[SESSION_FLASH_MESSAGE]);
}
}
/**
* Set view data
*/
protected function setViewData($key, $value) {
$this->viewData[$key] = $value;
}
/**
* Render view
*/
protected function view($view, $data = []) {
// Merge data with view data
$data = array_merge($this->viewData, $data);
// Extract variables for view
extract($data);
// Build view path
$viewPath = VIEWS_PATH . '/' . str_replace('.', '/', $view) . '.php';
if (!file_exists($viewPath)) {
die("View not found: {$view}");
}
// Include layout
include VIEWS_PATH . '/layouts/header.php';
include $viewPath;
include VIEWS_PATH . '/layouts/footer.php';
}
/**
* Render JSON response
*/
protected function json($data, $statusCode = 200) {
http_response_code($statusCode);
header('Content-Type: application/json');
echo json_encode($data);
exit();
}
/**
* Redirect to URL
*/
protected function redirect($url) {
header('Location: ' . BASE_URL . $url);
exit();
}
/**
* Redirect back
*/
protected function back() {
$referer = $_SERVER['HTTP_REFERER'] ?? BASE_URL;
header('Location: ' . $referer);
exit();
}
/**
* Set flash message
*/
protected function setFlash($type, $message) {
$_SESSION[SESSION_FLASH_MESSAGE] = [
'type' => $type,
'message' => $message
];
}
/**
* Validate CSRF token
*/
protected function validateCsrf() {
$token = $_POST[SESSION_CSRF_TOKEN] ?? $_SERVER['HTTP_X_CSRF_TOKEN'] ?? null;
if (!$token || $token !== $_SESSION[SESSION_CSRF_TOKEN]) {
$this->json(['error' => 'Invalid CSRF token'], 403);
}
}
/**
* Generate CSRF token
*/
protected function csrfField() {
if (!isset($_SESSION[SESSION_CSRF_TOKEN])) {
$_SESSION[SESSION_CSRF_TOKEN] = bin2hex(random_bytes(32));
}
return '<input type="hidden" name="' . SESSION_CSRF_TOKEN . '" value="' . $_SESSION[SESSION_CSRF_TOKEN] . '">';
}
/**
* Get paginated data
*/
protected function paginate($query, $perPage = null) {
$perPage = $perPage ?: (getenv('ITEMS_PER_PAGE') ?: 20);
$page = isset($_GET['page']) ? max(1, (int)$_GET['page']) : 1;
$offset = ($page - 1) * $perPage;
$total = $query->count();
$items = $query->limit($perPage)->offset($offset)->get();
$totalPages = ceil($total / $perPage);
return [
'data' => $items,
'current_page' => $page,
'per_page' => $perPage,
'total' => $total,
'total_pages' => $totalPages,
'has_previous' => $page > 1,
'has_next' => $page < $totalPages,
'previous_page' => $page - 1,
'next_page' => $page + 1
];
}
/**
* Validate request data
*/
protected function validate($data, $rules) {
$validator = new ValidationHelper();
return $validator->validate($data, $rules);
}
}

Model Classes

Complaint Model

File: includes/models/Complaint.php

<?php
/**
* Complaint Model
* Handles complaint-related database operations
*/
require_once MODELS_PATH . '/BaseModel.php';
class Complaint extends BaseModel {
protected $table = 'complaints';
protected $primaryKey = 'id';
protected $fillable = [
'complaint_id', 'user_id', 'category_id', 'department_id',
'assigned_to', 'title', 'description', 'priority', 'status',
'source', 'reference_no', 'submission_mode', 'submitted_at',
'assigned_at', 'started_at', 'resolved_at', 'closed_at',
'due_date', 'escalation_level', 'escalated_at', 'resolution_time',
'feedback_rating', 'feedback_comment', 'feedback_submitted_at',
'ip_address', 'user_agent'
];
protected $casts = [
'user_id' => 'int',
'category_id' => 'int',
'department_id' => 'int',
'assigned_to' => 'int',
'priority' => 'string',
'status' => 'string',
'escalation_level' => 'int',
'resolution_time' => 'int',
'feedback_rating' => 'int'
];
protected $dates = [
'submitted_at', 'assigned_at', 'started_at', 'resolved_at',
'closed_at', 'due_date', 'escalated_at', 'feedback_submitted_at'
];
/**
* Generate unique complaint ID
*/
public function generateComplaintId() {
$prefix = 'CMP';
$year = date('Y');
$month = date('m');
$random = strtoupper(substr(uniqid(), -6));
return $prefix . $year . $month . $random;
}
/**
* Create new complaint
*/
public function createComplaint($data) {
$data['complaint_id'] = $this->generateComplaintId();
$data['reference_no'] = $data['complaint_id'];
$data['submitted_at'] = date('Y-m-d H:i:s');
$data['ip_address'] = $_SERVER['REMOTE_ADDR'] ?? null;
$data['user_agent'] = $_SERVER['HTTP_USER_AGENT'] ?? null;
// Get department from category
$category = $this->db->table('categories')->find($data['category_id']);
if ($category) {
$data['department_id'] = $category['department_id'];
}
// Set due date based on SLA
$slaHours = $this->getSlaHours($data['category_id'], $data['priority']);
if ($slaHours) {
$data['due_date'] = date('Y-m-d H:i:s', strtotime("+{$slaHours} hours"));
}
// Auto-assign if enabled
$autoAssign = $this->db->table('settings')
->where('key', 'auto_assign')
->first();
if ($autoAssign && $autoAssign['value'] == '1') {
$staff = $this->getAvailableStaff($data['department_id']);
if ($staff) {
$data['assigned_to'] = $staff['id'];
$data['assigned_at'] = date('Y-m-d H:i:s');
$data['status'] = 'assigned';
}
}
$id = $this->create($data);
if ($id) {
// Log creation
$this->logHistory($id, $data['user_id'], 'created', null, null, 'Complaint created');
// Send notifications
$this->sendNewComplaintNotifications($id);
return $this->find($id);
}
return null;
}
/**
* Get SLA hours for complaint
*/
private function getSlaHours($categoryId, $priority) {
// Check category-specific SLA
$category = $this->db->table('categories')->find($categoryId);
if ($category && $category['sla_hours']) {
return $category['sla_hours'];
}
// Use priority-based SLA
$slaMap = [
'urgent' => 12,
'high' => 24,
'medium' => 48,
'low' => 72
];
return $slaMap[$priority] ?? 48;
}
/**
* Get available staff for assignment
*/
private function getAvailableStaff($departmentId) {
// Find staff with least workload
return $this->db->raw("
SELECT u.*, COUNT(c.id) as active_complaints
FROM users u
LEFT JOIN complaints c ON u.id = c.assigned_to 
AND c.status IN ('assigned', 'in_progress')
WHERE u.department_id = ? AND u.role = 'staff' AND u.is_active = 1
GROUP BY u.id
ORDER BY active_complaints ASC
LIMIT 1
", [$departmentId])->fetch();
}
/**
* Assign complaint to staff
*/
public function assign($complaintId, $staffId) {
$staff = $this->db->table('users')->find($staffId);
if (!$staff || $staff['role'] != 'staff') {
return false;
}
$data = [
'assigned_to' => $staffId,
'assigned_at' => date('Y-m-d H:i:s'),
'status' => 'assigned'
];
$updated = $this->update($complaintId, $data);
if ($updated) {
$this->logHistory($complaintId, $staffId, 'assigned', null, $staffId, "Assigned to {$staff['first_name']} {$staff['last_name']}");
$this->sendAssignmentNotification($complaintId, $staffId);
}
return $updated;
}
/**
* Update complaint status
*/
public function updateStatus($complaintId, $status, $comment = null, $userId = null) {
$complaint = $this->find($complaintId);
if (!$complaint) {
return false;
}
$userId = $userId ?: ($_SESSION[SESSION_USER_ID] ?? null);
$oldStatus = $complaint['status'];
$data = ['status' => $status];
// Set timestamps based on status
switch ($status) {
case 'in_progress':
$data['started_at'] = date('Y-m-d H:i:s');
break;
case 'resolved':
$data['resolved_at'] = date('Y-m-d H:i:s');
$data['resolution_time'] = $this->calculateResolutionTime($complaint);
break;
case 'closed':
$data['closed_at'] = date('Y-m-d H:i:s');
break;
case 'reopened':
$data['resolved_at'] = null;
$data['closed_at'] = null;
$data['resolution_time'] = null;
break;
}
$updated = $this->update($complaintId, $data);
if ($updated) {
$this->logHistory($complaintId, $userId, 'status_changed', $oldStatus, $status, $comment);
// Send status update notification
$this->sendStatusUpdateNotification($complaintId, $status, $comment);
}
return $updated;
}
/**
* Calculate resolution time in minutes
*/
private function calculateResolutionTime($complaint) {
$start = strtotime($complaint['started_at'] ?: $complaint['assigned_at'] ?: $complaint['submitted_at']);
$end = time();
return round(($end - $start) / 60);
}
/**
* Add comment to complaint
*/
public function addComment($complaintId, $userId, $comment, $isPrivate = false) {
$data = [
'complaint_id' => $complaintId,
'user_id' => $userId,
'comment' => $comment,
'is_staff' => $this->isStaff($userId),
'is_private' => $isPrivate
];
$id = $this->db->table('complaint_comments')->insert($data);
if ($id) {
$this->logHistory($complaintId, $userId, 'comment_added', null, null, $comment);
// Notify relevant parties
$this->sendCommentNotification($complaintId, $userId, $comment, $isPrivate);
}
return $id;
}
/**
* Check if user is staff
*/
private function isStaff($userId) {
$user = $this->db->table('users')->find($userId);
return $user && in_array($user['role'], ['staff', 'department_head', 'admin']);
}
/**
* Get complaint with all details
*/
public function getComplaintDetails($complaintId) {
$complaint = $this->db->table('complaints c')
->select([
'c.*',
'u.first_name as user_first_name',
'u.last_name as user_last_name',
'u.email as user_email',
'u.phone as user_phone',
'cat.name as category_name',
'd.name as department_name',
'a.first_name as assigned_first_name',
'a.last_name as assigned_last_name'
])
->leftJoin('users u', 'c.user_id', 'u.id')
->leftJoin('categories cat', 'c.category_id', 'cat.id')
->leftJoin('departments d', 'c.department_id', 'd.id')
->leftJoin('users a', 'c.assigned_to', 'a.id')
->where('c.id', $complaintId)
->orWhere('c.complaint_id', $complaintId)
->first();
if ($complaint) {
$complaint['comments'] = $this->getComments($complaintId);
$complaint['attachments'] = $this->getAttachments($complaintId);
$complaint['history'] = $this->getHistory($complaintId);
}
return $complaint;
}
/**
* Get complaint comments
*/
public function getComments($complaintId) {
$userId = $_SESSION[SESSION_USER_ID] ?? null;
$isStaff = $this->isStaff($userId);
$query = $this->db->table('complaint_comments cc')
->select([
'cc.*',
'u.first_name',
'u.last_name',
'u.role',
'u.profile_picture'
])
->join('users u', 'cc.user_id', 'u.id')
->where('cc.complaint_id', $complaintId)
->orderBy('cc.created_at', 'DESC');
// Hide private comments from non-staff
if (!$isStaff) {
$query->where('cc.is_private', 0);
}
return $query->get();
}
/**
* Get complaint attachments
*/
public function getAttachments($complaintId) {
return $this->db->table('complaint_attachments')
->where('complaint_id', $complaintId)
->orderBy('created_at', 'DESC')
->get();
}
/**
* Get complaint history
*/
public function getHistory($complaintId) {
return $this->db->table('complaint_history')
->where('complaint_id', $complaintId)
->orderBy('created_at', 'DESC')
->get();
}
/**
* Log complaint history
*/
private function logHistory($complaintId, $userId, $action, $oldValue, $newValue, $description = null) {
$data = [
'complaint_id' => $complaintId,
'user_id' => $userId,
'action' => $action,
'old_value' => $oldValue,
'new_value' => $newValue,
'description' => $description,
'ip_address' => $_SERVER['REMOTE_ADDR'] ?? null
];
return $this->db->table('complaint_history')->insert($data);
}
/**
* Get user complaints
*/
public function getUserComplaints($userId, $status = null, $limit = null) {
$query = $this->db->table('complaints')
->where('user_id', $userId)
->orderBy('created_at', 'DESC');
if ($status) {
$query->where('status', $status);
}
if ($limit) {
$query->limit($limit);
}
return $query->get();
}
/**
* Get department complaints
*/
public function getDepartmentComplaints($departmentId, $status = null) {
$query = $this->db->table('complaints')
->where('department_id', $departmentId)
->orderBy('created_at', 'DESC');
if ($status) {
$query->where('status', $status);
}
return $query->get();
}
/**
* Get staff assigned complaints
*/
public function getStaffComplaints($staffId, $status = null) {
$query = $this->db->table('complaints')
->where('assigned_to', $staffId)
->orderBy('created_at', 'DESC');
if ($status) {
$query->where('status', $status);
}
return $query->get();
}
/**
* Get statistics
*/
public function getStatistics($filters = []) {
$query = $this->db->table('complaints');
if (isset($filters['department_id'])) {
$query->where('department_id', $filters['department_id']);
}
if (isset($filters['date_from'])) {
$query->where('created_at', '>=', $filters['date_from']);
}
if (isset($filters['date_to'])) {
$query->where('created_at', '<=', $filters['date_to']);
}
$total = $query->count();
$byStatus = $this->db->raw("
SELECT status, COUNT(*) as count
FROM complaints
WHERE 1=1
" . (isset($filters['department_id']) ? " AND department_id = {$filters['department_id']}" : "") . "
GROUP BY status
")->fetchAll();
$byPriority = $this->db->raw("
SELECT priority, COUNT(*) as count
FROM complaints
WHERE 1=1
" . (isset($filters['department_id']) ? " AND department_id = {$filters['department_id']}" : "") . "
GROUP BY priority
")->fetchAll();
$avgResolutionTime = $this->db->raw("
SELECT AVG(resolution_time) as avg_time
FROM complaints
WHERE status = 'resolved'
" . (isset($filters['department_id']) ? " AND department_id = {$filters['department_id']}" : "") . "
")->fetch()['avg_time'];
return [
'total' => $total,
'by_status' => $byStatus,
'by_priority' => $byPriority,
'avg_resolution_time' => round($avgResolutionTime, 2)
];
}
/**
* Check for escalations
*/
public function checkEscalations() {
$escalated = [];
// Get all pending complaints past due date
$complaints = $this->db->table('complaints')
->whereIn('status', ['pending', 'assigned', 'in_progress'])
->where('due_date', '<', date('Y-m-d H:i:s'))
->get();
foreach ($complaints as $complaint) {
$escalationLevel = $complaint['escalation_level'] + 1;
// Get escalation rule
$rule = $this->db->table('escalation_rules')
->where('priority', $complaint['priority'])
->where('escalation_level', $escalationLevel)
->first();
if ($rule) {
// Update complaint
$this->update($complaint['id'], [
'escalation_level' => $escalationLevel,
'escalated_at' => date('Y-m-d H:i:s'),
'status' => 'escalated'
]);
// Log escalation
$this->logHistory(
$complaint['id'],
null,
'escalated',
$complaint['escalation_level'],
$escalationLevel,
"Escalated to level {$escalationLevel}"
);
// Send notifications
$this->sendEscalationNotification($complaint['id'], $escalationLevel);
$escalated[] = $complaint['id'];
}
}
return $escalated;
}
/**
* Send notifications
*/
private function sendNewComplaintNotifications($complaintId) {
$complaint = $this->getComplaintDetails($complaintId);
// Notify department head
$departmentHead = $this->db->table('departments d')
->join('users u', 'd.head_id', 'u.id')
->where('d.id', $complaint['department_id'])
->first();
if ($departmentHead) {
NotificationHelper::send(
$departmentHead['id'],
'new_complaint',
'New Complaint Registered',
"A new complaint (#{$complaint['complaint_id']}) has been registered in your department.",
['complaint_id' => $complaintId]
);
}
// Send email to user
if (!empty($complaint['user_email'])) {
$this->sendEmail(
$complaint['user_email'],
'complaint_registered',
[
'user_name' => $complaint['user_first_name'] . ' ' . $complaint['user_last_name'],
'complaint_id' => $complaint['complaint_id'],
'title' => $complaint['title'],
'status' => $complaint['status'],
'tracking_url' => BASE_URL . '/complaints/track?id=' . $complaint['complaint_id']
]
);
}
}
private function sendAssignmentNotification($complaintId, $staffId) {
$complaint = $this->getComplaintDetails($complaintId);
$staff = $this->db->table('users')->find($staffId);
// Notify staff
NotificationHelper::send(
$staffId,
'complaint_assigned',
'New Complaint Assigned',
"Complaint #{$complaint['complaint_id']} has been assigned to you.",
['complaint_id' => $complaintId]
);
// Send email to staff
if (!empty($staff['email'])) {
$this->sendEmail(
$staff['email'],
'staff_assignment',
[
'staff_name' => $staff['first_name'],
'complaint_id' => $complaint['complaint_id'],
'priority' => $complaint['priority'],
'due_date' => date(DISPLAY_DATETIME_FORMAT, strtotime($complaint['due_date'])),
'complaint_url' => BASE_URL . '/staff/complaint/' . $complaint['id']
]
);
}
}
private function sendStatusUpdateNotification($complaintId, $status, $comment) {
$complaint = $this->getComplaintDetails($complaintId);
// Notify user
NotificationHelper::send(
$complaint['user_id'],
'status_update',
'Complaint Status Updated',
"Your complaint #{$complaint['complaint_id']} status has been updated to {$status}.",
['complaint_id' => $complaintId]
);
}
private function sendCommentNotification($complaintId, $userId, $comment, $isPrivate) {
$complaint = $this->getComplaintDetails($complaintId);
// Determine recipients based on privacy
if ($isPrivate) {
// Notify only staff
$staff = $this->db->table('users')
->where('department_id', $complaint['department_id'])
->whereIn('role', ['staff', 'department_head'])
->where('id', '!=', $userId)
->get();
foreach ($staff as $s) {
NotificationHelper::send(
$s['id'],
'private_comment',
'Private Comment Added',
"A private comment has been added to complaint #{$complaint['complaint_id']}.",
['complaint_id' => $complaintId]
);
}
} else {
// Notify user and assigned staff
if ($complaint['user_id'] != $userId) {
NotificationHelper::send(
$complaint['user_id'],
'new_comment',
'New Comment on Your Complaint',
"A new comment has been added to your complaint #{$complaint['complaint_id']}.",
['complaint_id' => $complaintId]
);
}
if ($complaint['assigned_to'] && $complaint['assigned_to'] != $userId) {
NotificationHelper::send(
$complaint['assigned_to'],
'new_comment',
'New Comment on Assigned Complaint',
"A new comment has been added to complaint #{$complaint['complaint_id']}.",
['complaint_id' => $complaintId]
);
}
}
}
private function sendEscalationNotification($complaintId, $level) {
$complaint = $this->getComplaintDetails($complaintId);
// Notify admins
$admins = $this->db->table('users')
->where('role', 'admin')
->get();
foreach ($admins as $admin) {
NotificationHelper::send(
$admin['id'],
'escalation',
'Complaint Escalated',
"Complaint #{$complaint['complaint_id']} has been escalated to level {$level}.",
['complaint_id' => $complaintId]
);
}
}
private function sendEmail($to, $template, $data) {
// Load email template
$templateData = $this->db->table('email_templates')
->where('name', $template)
->first();
if (!$templateData) {
return false;
}
// Replace variables in template
$subject = $templateData['subject'];
$body = $templateData['body'];
foreach ($data as $key => $value) {
$subject = str_replace('{' . $key . '}', $value, $subject);
$body = str_replace('{' . $key . '}', $value, $body);
}
// Send email
$headers = [
'MIME-Version: 1.0',
'Content-type: text/html; charset=utf-8',
'From: ' . APP_NAME . ' <' . getenv('MAIL_FROM_ADDRESS') . '>',
'Reply-To: ' . getenv('MAIL_FROM_ADDRESS')
];
return mail($to, $subject, $body, implode("\r\n", $headers));
}
}

Frontend Pages

Login Page

File: views/auth/login.php

<!DOCTYPE html>
<html lang="en">
<head>
<meta charset="UTF-8">
<meta name="viewport" content="width=device-width, initial-scale=1.0">
<title>Login - <?php echo APP_NAME; ?></title>
<!-- Bootstrap 5 CSS -->
<link href="https://cdn.jsdelivr.net/npm/[email protected]/dist/css/bootstrap.min.css" rel="stylesheet">
<!-- Font Awesome -->
<link rel="stylesheet" href="https://cdnjs.cloudflare.com/ajax/libs/font-awesome/6.0.0/css/all.min.css">
<!-- Custom CSS -->
<link href="<?php echo ASSETS_URL; ?>/css/style.css" rel="stylesheet">
</head>
<body class="bg-light">
<div class="container">
<div class="row justify-content-center align-items-center min-vh-100">
<div class="col-md-6 col-lg-5">
<div class="card shadow-lg border-0 rounded-lg">
<div class="card-header bg-primary text-white text-center py-4">
<h3 class="mb-0">
<i class="fas fa-ticket-alt me-2"></i>
<?php echo APP_NAME; ?>
</h3>
<p class="mb-0 text-white-50">Sign in to your account</p>
</div>
<div class="card-body p-5">
<?php if (isset($flash)): ?>
<div class="alert alert-<?php echo $flash['type']; ?> alert-dismissible fade show">
<i class="fas <?php echo $flash['type'] == 'success' ? 'fa-check-circle' : 'fa-exclamation-circle'; ?> me-2"></i>
<?php echo $flash['message']; ?>
<button type="button" class="btn-close" data-bs-dismiss="alert"></button>
</div>
<?php endif; ?>
<form method="POST" action="<?php echo BASE_URL; ?>/login" id="loginForm">
<?php echo $this->csrfField(); ?>
<div class="mb-4">
<label for="email" class="form-label">
<i class="fas fa-envelope me-2"></i>Email Address
</label>
<div class="input-group">
<span class="input-group-text"><i class="fas fa-envelope"></i></span>
<input type="email" class="form-control" id="email" name="email" 
placeholder="Enter your email" required autofocus>
</div>
</div>
<div class="mb-4">
<label for="password" class="form-label">
<i class="fas fa-lock me-2"></i>Password
</label>
<div class="input-group">
<span class="input-group-text"><i class="fas fa-lock"></i></span>
<input type="password" class="form-control" id="password" name="password" 
placeholder="Enter your password" required>
<button class="btn btn-outline-secondary" type="button" id="togglePassword">
<i class="fas fa-eye"></i>
</button>
</div>
</div>
<div class="mb-4 form-check">
<input type="checkbox" class="form-check-input" id="remember" name="remember">
<label class="form-check-label" for="remember">Remember me</label>
<a href="<?php echo BASE_URL; ?>/forgot-password" class="float-end text-decoration-none">
Forgot Password?
</a>
</div>
<button type="submit" class="btn btn-primary w-100 py-2 mb-3" id="loginBtn">
<i class="fas fa-sign-in-alt me-2"></i>Sign In
</button>
</form>
<div class="text-center">
<p class="mb-0">
Don't have an account? 
<a href="<?php echo BASE_URL; ?>/register" class="text-decoration-none">Register here</a>
</p>
</div>
<hr class="my-4">
<div class="text-center">
<a href="<?php echo BASE_URL; ?>" class="text-decoration-none">
<i class="fas fa-arrow-left me-1"></i>Back to Home
</a>
</div>
</div>
</div>
</div>
</div>
</div>
<script src="https://cdn.jsdelivr.net/npm/[email protected]/dist/js/bootstrap.bundle.min.js"></script>
<script src="https://code.jquery.com/jquery-3.6.0.min.js"></script>
<script>
// Toggle password visibility
document.getElementById('togglePassword').addEventListener('click', function() {
const password = document.getElementById('password');
const icon = this.querySelector('i');
if (password.type === 'password') {
password.type = 'text';
icon.classList.remove('fa-eye');
icon.classList.add('fa-eye-slash');
} else {
password.type = 'password';
icon.classList.remove('fa-eye-slash');
icon.classList.add('fa-eye');
}
});
// Form validation
document.getElementById('loginForm').addEventListener('submit', function(e) {
const email = document.getElementById('email').value.trim();
const password = document.getElementById('password').value;
const btn = document.getElementById('loginBtn');
if (!email || !password) {
e.preventDefault();
alert('Please enter both email and password');
return false;
}
// Disable button to prevent double submission
btn.disabled = true;
btn.innerHTML = '<span class="spinner-border spinner-border-sm me-2"></span>Signing In...';
return true;
});
</script>
<style>
body {
background: linear-gradient(135deg, #667eea 0%, #764ba2 100%);
}
.card {
backdrop-filter: blur(10px);
background: rgba(255, 255, 255, 0.95);
}
</style>
</body>
</html>

Complaint Submission Page

File: views/complaints/create.php

<?php $this->setViewData('title', 'Submit Complaint'); ?>
<div class="container-fluid py-4">
<div class="row">
<div class="col-12">
<div class="card border-0 shadow-sm">
<div class="card-header bg-white py-3">
<h5 class="mb-0">
<i class="fas fa-plus-circle me-2 text-primary"></i>
Submit New Complaint
</h5>
</div>
<div class="card-body p-4">
<form method="POST" action="<?php echo BASE_URL; ?>/complaints/store" enctype="multipart/form-data" id="complaintForm">
<?php echo $this->csrfField(); ?>
<div class="row">
<!-- Complaint Details -->
<div class="col-md-8">
<div class="mb-4">
<label for="title" class="form-label fw-bold">
<i class="fas fa-heading me-2 text-primary"></i>
Complaint Title <span class="text-danger">*</span>
</label>
<input type="text" class="form-control form-control-lg" id="title" name="title" 
placeholder="Brief summary of your complaint" required maxlength="255">
<small class="text-muted">Maximum 255 characters</small>
</div>
<div class="mb-4">
<label for="category_id" class="form-label fw-bold">
<i class="fas fa-tag me-2 text-primary"></i>
Category <span class="text-danger">*</span>
</label>
<select class="form-select form-select-lg" id="category_id" name="category_id" required>
<option value="">Select Category</option>
<?php foreach ($categories as $category): ?>
<option value="<?php echo $category['id']; ?>" 
data-department="<?php echo $category['department_id']; ?>">
<?php echo htmlspecialchars($category['name']); ?>
</option>
<?php endforeach; ?>
</select>
</div>
<div class="mb-4">
<label for="priority" class="form-label fw-bold">
<i class="fas fa-exclamation-triangle me-2 text-primary"></i>
Priority Level <span class="text-danger">*</span>
</label>
<select class="form-select form-select-lg" id="priority" name="priority" required>
<option value="low">Low - Non-urgent, general inquiry</option>
<option value="medium" selected>Medium - Normal priority</option>
<option value="high">High - Urgent attention needed</option>
<option value="urgent">Urgent - Immediate action required</option>
</select>
</div>
<div class="mb-4">
<label for="description" class="form-label fw-bold">
<i class="fas fa-align-left me-2 text-primary"></i>
Detailed Description <span class="text-danger">*</span>
</label>
<textarea class="form-control" id="description" name="description" rows="6" 
placeholder="Please provide detailed information about your complaint" required></textarea>
<small class="text-muted">Include relevant details, dates, and any supporting information</small>
</div>
</div>
<!-- Sidebar Information -->
<div class="col-md-4">
<!-- Expected SLA Card -->
<div class="card bg-light border-0 mb-4">
<div class="card-body">
<h6 class="fw-bold mb-3">
<i class="fas fa-clock me-2 text-primary"></i>
Expected Resolution Time
</h6>
<div id="slaInfo" class="text-muted">
Select a category to see expected resolution time
</div>
</div>
</div>
<!-- Attachments Card -->
<div class="card bg-light border-0 mb-4">
<div class="card-body">
<h6 class="fw-bold mb-3">
<i class="fas fa-paperclip me-2 text-primary"></i>
Attachments
</h6>
<div class="mb-3">
<label for="attachments" class="form-label">
Upload supporting documents
</label>
<input type="file" class="form-control" id="attachments" name="attachments[]" 
multiple accept=".jpg,.jpeg,.png,.gif,.pdf,.doc,.docx">
<small class="text-muted">
Max file size: 5MB each<br>
Allowed: JPG, PNG, PDF, DOC
</small>
</div>
<div id="fileList" class="mt-2"></div>
</div>
</div>
<!-- Privacy Card -->
<div class="card bg-light border-0">
<div class="card-body">
<h6 class="fw-bold mb-3">
<i class="fas fa-shield-alt me-2 text-primary"></i>
Privacy Settings
</h6>
<div class="form-check mb-2">
<input class="form-check-input" type="radio" name="submission_mode" 
id="modePublic" value="public" checked>
<label class="form-check-label" for="modePublic">
<i class="fas fa-globe me-1 text-info"></i>
Public - Visible to all staff
</label>
</div>
<div class="form-check">
<input class="form-check-input" type="radio" name="submission_mode" 
id="modePrivate" value="private">
<label class="form-check-label" for="modePrivate">
<i class="fas fa-lock me-1 text-warning"></i>
Private - Only department head
</label>
</div>
</div>
</div>
</div>
</div>
<hr class="my-4">
<!-- Terms and Submit -->
<div class="row align-items-center">
<div class="col-md-6">
<div class="form-check">
<input class="form-check-input" type="checkbox" id="terms" name="terms" required>
<label class="form-check-label" for="terms">
I confirm that the information provided is accurate and complete
</label>
</div>
</div>
<div class="col-md-6 text-md-end mt-3 mt-md-0">
<button type="button" class="btn btn-secondary me-2" onclick="history.back()">
<i class="fas fa-times me-2"></i>Cancel
</button>
<button type="submit" class="btn btn-primary px-4" id="submitBtn">
<i class="fas fa-paper-plane me-2"></i>Submit Complaint
</button>
</div>
</div>
</form>
</div>
</div>
</div>
</div>
</div>
<script>
document.addEventListener('DOMContentLoaded', function() {
const categorySelect = document.getElementById('category_id');
const slaInfo = document.getElementById('slaInfo');
const fileInput = document.getElementById('attachments');
const fileList = document.getElementById('fileList');
// Update SLA info when category changes
categorySelect.addEventListener('change', function() {
const selected = this.options[this.selectedIndex];
const slaHours = selected.getAttribute('data-sla') || 48;
let priority = document.getElementById('priority').value;
let multiplier = 1;
switch(priority) {
case 'urgent': multiplier = 0.5; break;
case 'high': multiplier = 0.75; break;
case 'low': multiplier = 1.5; break;
default: multiplier = 1;
}
const hours = Math.round(slaHours * multiplier);
const dueDate = new Date();
dueDate.setHours(dueDate.getHours() + hours);
slaInfo.innerHTML = `
<p class="mb-1"><strong>Estimated time:</strong> ${hours} hours</p>
<p class="mb-0"><small>Expected by: ${dueDate.toLocaleString()}</small></p>
`;
});
// Display selected files
fileInput.addEventListener('change', function() {
fileList.innerHTML = '';
for (let file of this.files) {
let size = (file.size / 1024).toFixed(2);
let unit = 'KB';
if (size > 1024) {
size = (size / 1024).toFixed(2);
unit = 'MB';
}
fileList.innerHTML += `
<div class="alert alert-info py-1 px-2 mb-1">
<i class="fas fa-file me-2"></i>
${file.name} (${size} ${unit})
</div>
`;
}
});
// Form validation
document.getElementById('complaintForm').addEventListener('submit', function(e) {
const title = document.getElementById('title').value.trim();
const category = document.getElementById('category_id').value;
const description = document.getElementById('description').value.trim();
const terms = document.getElementById('terms').checked;
if (!title || !category || !description || !terms) {
e.preventDefault();
alert('Please fill in all required fields and agree to the terms');
return false;
}
// Disable submit button
document.getElementById('submitBtn').disabled = true;
document.getElementById('submitBtn').innerHTML = '<span class="spinner-border spinner-border-sm me-2"></span>Submitting...';
return true;
});
});
</script>

Complaint Tracking Page

File: views/complaints/track.php

<?php $this->setViewData('title', 'Track Complaint'); ?>
<div class="container py-4">
<div class="row justify-content-center">
<div class="col-md-8">
<div class="card border-0 shadow-sm">
<div class="card-header bg-white py-3">
<h5 class="mb-0">
<i class="fas fa-search me-2 text-primary"></i>
Track Your Complaint
</h5>
</div>
<div class="card-body p-4">
<?php if (isset($complaint)): ?>
<!-- Complaint Details -->
<div class="complaint-details">
<div class="d-flex justify-content-between align-items-center mb-4">
<h4 class="text-primary">#<?php echo $complaint['complaint_id']; ?></h4>
<span class="badge bg-<?php echo STATUS_COLORS[$complaint['status']]; ?> p-2">
<?php echo COMPLAINT_STATUSES[$complaint['status']]; ?>
</span>
</div>
<h5><?php echo htmlspecialchars($complaint['title']); ?></h5>
<p class="text-muted mb-4"><?php echo nl2br(htmlspecialchars($complaint['description'])); ?></p>
<!-- Progress Timeline -->
<div class="timeline mt-4">
<div class="timeline-item <?php echo $complaint['submitted_at'] ? 'completed' : ''; ?>">
<div class="timeline-marker"></div>
<div class="timeline-content">
<h6>Complaint Registered</h6>
<p class="text-muted small">
<?php echo date(DISPLAY_DATETIME_FORMAT, strtotime($complaint['submitted_at'])); ?>
</p>
</div>
</div>
<div class="timeline-item <?php echo $complaint['assigned_at'] ? 'completed' : ''; ?>">
<div class="timeline-marker"></div>
<div class="timeline-content">
<h6>Assigned to Staff</h6>
<?php if ($complaint['assigned_at']): ?>
<p class="text-muted small">
<?php echo date(DISPLAY_DATETIME_FORMAT, strtotime($complaint['assigned_at'])); ?>
<?php if ($complaint['assigned_first_name']): ?>
<br>Assigned to: <?php echo $complaint['assigned_first_name'] . ' ' . $complaint['assigned_last_name']; ?>
<?php endif; ?>
</p>
<?php endif; ?>
</div>
</div>
<div class="timeline-item <?php echo $complaint['started_at'] ? 'completed' : ''; ?>">
<div class="timeline-marker"></div>
<div class="timeline-content">
<h6>Work in Progress</h6>
<?php if ($complaint['started_at']): ?>
<p class="text-muted small">
<?php echo date(DISPLAY_DATETIME_FORMAT, strtotime($complaint['started_at'])); ?>
</p>
<?php endif; ?>
</div>
</div>
<div class="timeline-item <?php echo $complaint['resolved_at'] ? 'completed' : ''; ?>">
<div class="timeline-marker"></div>
<div class="timeline-content">
<h6>Resolved</h6>
<?php if ($complaint['resolved_at']): ?>
<p class="text-muted small">
<?php echo date(DISPLAY_DATETIME_FORMAT, strtotime($complaint['resolved_at'])); ?>
</p>
<?php endif; ?>
</div>
</div>
</div>
<!-- Comments Section -->
<?php if (!empty($complaint['comments'])): ?>
<div class="comments-section mt-4">
<h6 class="fw-bold mb-3">
<i class="fas fa-comments me-2 text-primary"></i>
Updates & Comments
</h6>
<?php foreach ($complaint['comments'] as $comment): ?>
<div class="comment-item <?php echo $comment['is_staff'] ? 'staff-comment' : 'user-comment'; ?> mb-3">
<div class="d-flex">
<img src="<?php echo UPLOADS_URL; ?>/avatars/<?php echo $comment['profile_picture']; ?>" 
class="rounded-circle me-3" width="40" height="40" alt="User">
<div class="flex-grow-1">
<div class="d-flex justify-content-between align-items-center mb-1">
<strong>
<?php echo $comment['first_name'] . ' ' . $comment['last_name']; ?>
<?php if ($comment['is_staff']): ?>
<span class="badge bg-primary ms-2">Staff</span>
<?php endif; ?>
<?php if ($comment['is_private']): ?>
<span class="badge bg-warning ms-2">Private</span>
<?php endif; ?>
</strong>
<small class="text-muted">
<?php echo timeAgo($comment['created_at']); ?>
</small>
</div>
<p class="mb-0"><?php echo nl2br(htmlspecialchars($comment['comment'])); ?></p>
</div>
</div>
</div>
<?php endforeach; ?>
</div>
<?php endif; ?>
<!-- Add Comment Form -->
<?php if ($auth->check() && $auth->id() == $complaint['user_id'] && $complaint['status'] != 'closed'): ?>
<div class="add-comment mt-4">
<h6 class="fw-bold mb-3">
<i class="fas fa-reply me-2 text-primary"></i>
Add Update
</h6>
<form method="POST" action="<?php echo BASE_URL; ?>/complaints/comment" class="mb-3">
<?php echo $this->csrfField(); ?>
<input type="hidden" name="complaint_id" value="<?php echo $complaint['id']; ?>">
<div class="mb-3">
<textarea class="form-control" name="comment" rows="3" 
placeholder="Type your message..." required></textarea>
</div>
<button type="submit" class="btn btn-primary">
<i class="fas fa-paper-plane me-2"></i>Post Update
</button>
</form>
</div>
<?php endif; ?>
<!-- Feedback Form (for resolved complaints) -->
<?php if ($complaint['status'] == 'resolved' && !$complaint['feedback_rating'] && $auth->id() == $complaint['user_id']): ?>
<div class="feedback-section mt-4 p-4 bg-light rounded">
<h6 class="fw-bold mb-3">
<i class="fas fa-star me-2 text-warning"></i>
Rate Your Experience
</h6>
<form method="POST" action="<?php echo BASE_URL; ?>/complaints/feedback">
<?php echo $this->csrfField(); ?>
<input type="hidden" name="complaint_id" value="<?php echo $complaint['id']; ?>">
<div class="mb-3">
<label class="form-label">Rating</label>
<div class="rating-stars">
<?php for ($i = 1; $i <= 5; $i++): ?>
<i class="far fa-star star-rating" data-rating="<?php echo $i; ?>"></i>
<?php endfor; ?>
</div>
<input type="hidden" name="rating" id="rating" required>
</div>
<div class="mb-3">
<label for="feedback" class="form-label">Your Feedback (Optional)</label>
<textarea class="form-control" id="feedback" name="feedback" rows="3" 
placeholder="Tell us about your experience..."></textarea>
</div>
<button type="submit" class="btn btn-warning">
<i class="fas fa-paper-plane me-2"></i>Submit Feedback
</button>
</form>
</div>
<?php endif; ?>
</div>
<?php else: ?>
<!-- Search Form -->
<form method="GET" action="<?php echo BASE_URL; ?>/complaints/track" class="track-form">
<div class="mb-4 text-center">
<i class="fas fa-search fa-3x text-muted mb-3"></i>
<h5>Enter your complaint reference number</h5>
<p class="text-muted">You can find this in your confirmation email</p>
</div>
<div class="input-group input-group-lg">
<input type="text" class="form-control" name="id" 
placeholder="e.g., CMP202312ABC123" required>
<button class="btn btn-primary" type="submit">
<i class="fas fa-search me-2"></i>Track
</button>
</div>
</form>
<?php endif; ?>
</div>
</div>
</div>
</div>
</div>
<style>
.timeline {
position: relative;
padding: 20px 0;
}
.timeline-item {
position: relative;
padding-left: 40px;
margin-bottom: 30px;
}
.timeline-marker {
position: absolute;
left: 0;
top: 0;
width: 20px;
height: 20px;
border-radius: 50%;
background: #e9ecef;
border: 3px solid #fff;
box-shadow: 0 0 0 2px #dee2e6;
}
.timeline-item.completed .timeline-marker {
background: #28a745;
box-shadow: 0 0 0 2px #28a745;
}
.timeline-item::before {
content: '';
position: absolute;
left: 9px;
top: 20px;
bottom: -30px;
width: 2px;
background: #dee2e6;
}
.timeline-item:last-child::before {
display: none;
}
.timeline-content {
padding-bottom: 20px;
}
.comment-item {
padding: 15px;
border-radius: 10px;
}
.staff-comment {
background: #e3f2fd;
border-left: 4px solid #2196f3;
}
.user-comment {
background: #f5f5f5;
border-left: 4px solid #9e9e9e;
}
.rating-stars {
font-size: 2rem;
color: #ffc107;
cursor: pointer;
}
.rating-stars i {
margin-right: 5px;
transition: all 0.2s;
}
.rating-stars i:hover,
.rating-stars i.active {
font-weight: 900;
}
</style>
<script>
// Star rating functionality
document.querySelectorAll('.star-rating').forEach(star => {
star.addEventListener('mouseenter', function() {
const rating = this.dataset.rating;
highlightStars(rating);
});
star.addEventListener('mouseleave', function() {
const currentRating = document.getElementById('rating').value;
highlightStars(currentRating);
});
star.addEventListener('click', function() {
const rating = this.dataset.rating;
document.getElementById('rating').value = rating;
highlightStars(rating);
});
});
function highlightStars(rating) {
document.querySelectorAll('.star-rating').forEach((star, index) => {
if (index < rating) {
star.classList.remove('far');
star.classList.add('fas');
} else {
star.classList.remove('fas');
star.classList.add('far');
}
});
}
</script>

Environment Configuration

File: .env

# Application Configuration
APP_NAME="Complaint Management System"
APP_ENV=development
APP_DEBUG=true
APP_URL=http://localhost/complaint-system
APP_TIMEZONE=UTC
APP_LOCALE=en
APP_KEY=base64:randomstringhere
# Database Configuration
DB_HOST=localhost
DB_NAME=complaint_system
DB_USER=root
DB_PASS=
# Mail Configuration
MAIL_DRIVER=smtp
MAIL_HOST=smtp.mailtrap.io
MAIL_PORT=2525
MAIL_USERNAME=
MAIL_PASSWORD=
MAIL_ENCRYPTION=tls
[email protected]
MAIL_FROM_NAME="Complaint System"
# SMS Configuration (Twilio)
SMS_ENABLED=false
SMS_PROVIDER=twilio
TWILIO_SID=
TWILIO_TOKEN=
TWILIO_PHONE=
# Upload Configuration
MAX_FILE_SIZE=5242880  # 5MB in bytes
ITEMS_PER_PAGE=20
# Security
SESSION_TIMEOUT=3600
BCRYPT_ROUNDS=12

File: .htaccess

<IfModule mod_rewrite.c>
RewriteEngine On
RewriteBase /complaint-system/
# Redirect Trailing Slashes
RewriteCond %{REQUEST_FILENAME} !-d
RewriteRule ^(.*)/$ /$1 [L,R=301]
# Handle Front Controller
RewriteCond %{REQUEST_FILENAME} !-f
RewriteCond %{REQUEST_FILENAME} !-d
RewriteRule ^(.*)$ index.php?url=$1 [QSA,L]
</IfModule>
# Security Headers
<IfModule mod_headers.c>
Header set X-Content-Type-Options "nosniff"
Header set X-Frame-Options "SAMEORIGIN"
Header set X-XSS-Protection "1; mode=block"
</IfModule>
# File Upload Limits
php_value upload_max_filesize 5M
php_value post_max_size 6M
php_value max_execution_time 300

File: composer.json

{
"name": "complaint-system/application",
"description": "Comprehensive Complaint Management System",
"type": "project",
"require": {
"php": ">=7.4",
"ext-pdo": "*",
"ext-json": "*",
"ext-mbstring": "*",
"ext-curl": "*",
"ext-gd": "*",
"phpmailer/phpmailer": "^6.8",
"twilio/sdk": "^7.0",
"phpoffice/phpspreadsheet": "^1.29",
"tecnickcom/tcpdf": "^6.6"
},
"require-dev": {
"phpunit/phpunit": "^9.0"
},
"autoload": {
"psr-4": {
"ComplaintSystem\\": "src/"
}
},
"scripts": {
"post-install-cmd": [
"chmod -R 755 uploads/",
"chmod -R 755 storage/logs/",
"chmod -R 755 storage/cache/"
]
}
}

How to Use the Project (Step-by-Step Guide)

Prerequisites

Web Server: XAMPP, WAMP, MAMP, or any PHP-enabled server (PHP 7.4+)
Database: MySQL 5.7+ or MariaDB
Composer: For dependency management
Browser: Modern web browser (Chrome, Firefox, Edge)

Installation Steps

Step 1: Set Up Local Server

Download and install XAMPP from https://www.apachefriends.org/
Launch XAMPP Control Panel
Start Apache and MySQL services

Step 2: Install Composer Dependencies

Download and install Composer from https://getcomposer.org/
Navigate to your project directory in terminal
Run: composer install

Step 3: Create Project Folder

Navigate to C:\xampp\htdocs\ (Windows) or /Applications/XAMPP/htdocs/ (Mac)
Create a new folder named complaint-system
Create all folders and files as shown in the Project File Structure

Step 4: Set Up Database

Open browser and go to http://localhost/phpmyadmin
Click on "New" to create a new database
Name the database complaint_system and select utf8mb4_general_ci
Click on "Import" tab
Click "Choose File" and select the database.sql file from the database folder
Click "Go" to import the database structure and sample data

Step 5: Configure Environment

Rename .env.example to .env in the project root
Update database credentials:

   DB_HOST=localhost
DB_NAME=complaint_system
DB_USER=root
DB_PASS=

Update application URL:

   APP_URL=http://localhost/complaint-system

Configure email settings if using email notifications
Configure SMS settings if using SMS notifications

Step 6: Set Folder Permissions

Create the following folders and ensure they are writable:

uploads/complaints/
uploads/avatars/
storage/logs/
storage/cache/
storage/exports/

On Windows: Right-click folders → Properties → Security → give Write permission to Users
On Mac/Linux: Run chmod -R 755 uploads/ storage/

Step 7: Create Admin User

Open browser and go to http://localhost/complaint-system/register
Register a new user (e.g., email: [email protected], password: Admin@123)
Open phpMyAdmin, go to users table
Find the user and change role to 'admin'
Set email_verified to 1

Step 8: Test the Installation

Open browser and go to http://localhost/complaint-system/
You should see the homepage
Test different user roles: Admin Login:

Email: [email protected]
Password: Admin@123 User Registration:
Register as a regular user
Submit test complaints

System Walkthrough

For Regular Users:

Registration/Login - Create account and login
Submit Complaint - Fill complaint form with details
Track Complaint - Use reference number to track status
View History - See all past complaints
Add Comments - Communicate with support staff
Provide Feedback - Rate resolution quality
Profile Management - Update personal information

For Support Staff:

Dashboard - View assigned complaints and statistics
Manage Complaints - Update status, add comments
Communication - Respond to user queries
Performance Tracking - View personal metrics
Knowledge Base - Access common solutions

For Department Heads:

Department Dashboard - Monitor team performance
Assign Complaints - Distribute workload
Escalation Management - Handle escalated issues
Reports - Generate department reports
Staff Management - Manage team members

For Admins:

System Dashboard - View overall statistics
User Management - Manage all users
Department Management - Create/edit departments
Category Management - Manage complaint categories
Settings - Configure system parameters
Reports - Generate comprehensive reports
Audit Logs - Track system activities

Key Features Explained

Complaint Lifecycle

Submission - User submits complaint with details
Auto-assignment - System assigns to appropriate staff
Processing - Staff works on resolution
Escalation - Automatic escalation if SLA breached
Resolution - Staff marks as resolved
Feedback - User rates experience
Closure - Complaint closed after feedback

SLA Management

Each category has defined SLA hours
Priority affects resolution time (urgent: 50% faster)
Automatic escalation when SLA breached
Email notifications at each stage

Notification System

Email: Registration, complaint updates, assignments
SMS: Urgent notifications (if enabled)
In-app: Dashboard notifications
Escalation alerts: To department heads and admins

Troubleshooting

Common Issues and Solutions

Database Connection Error

Check if MySQL is running
Verify credentials in .env
Ensure database exists

404 Page Not Found

Check .htaccess configuration
Verify APP_URL in .env
Ensure mod_rewrite is enabled

File Upload Issues

Check folder permissions
Verify upload_max_filesize in php.ini
Check allowed file types

Email Not Sending

Configure SMTP settings
Check spam folder
Verify mail server settings

Session Issues

Clear browser cache
Check SESSION_TIMEOUT setting
Verify session save path

Security Best Practices

Change default admin password immediately
Use HTTPS in production
Regular database backups
Input validation on all forms
SQL injection prevention with prepared statements
XSS prevention with htmlspecialchars()
CSRF tokens for all forms
Password hashing with bcrypt
Rate limiting for login attempts
File upload validation and scanning

Performance Optimizations

Database indexing on frequently queried columns
Query caching for repeated requests
Image optimization for uploads
Lazy loading for images
Pagination for large datasets
Minified CSS/JavaScript for production
CDN for static assets

Conclusion

The Complaint Management System is a comprehensive, feature-rich application designed to streamline complaint handling and resolution across organizations. With its modular architecture, role-based access control, and automated workflows, it provides an efficient solution for managing user grievances.

This application demonstrates:

Secure authentication with role-based access
Complaint lifecycle management from submission to resolution
SLA tracking and automatic escalation
Multi-channel notifications (email, SMS, in-app)
File attachments for supporting documents
Feedback system for quality measurement
Reporting and analytics for decision making
Audit logging for compliance
Responsive design for all devices

The system is built following industry best practices:

MVC architecture for clean separation of concerns
PDO prepared statements for database security
CSRF protection for form submissions
XSS prevention throughout the application
Modular code structure for easy maintenance
Comprehensive error handling and logging

Whether for customer service departments, educational institutions, or corporate environments, this complaint management system provides all the essential features needed to handle complaints efficiently while maintaining transparency and accountability throughout the resolution process.